IMPORTANT INFORMATION
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1. Your information carry out our lawful business activities, or where it is 1.1 We collect and process various categories of necessary to comply with laws and regulations that personal and financial information throughout apply to us. your relationship with us, to allow us to provide 1.6 We will not share your information with anyone our products and services and to run our business. outside NatWest Group except: This includes basic personal information such as a) where we have your permission; your name and contact details, and information b) where required for your product or service; about your financial circumstances, your accounts and transactions. This section sets out how we may c) where we are required by law and to law share your information with other NatWest Group enforcement agencies, judicial bodies, companies and third parties. government entities, tax authorities or regulatory bodies around the world; 1.2 For more information about how we use your d) with other banks and third parties where required personal information, the types of information we by law to help recover funds that have entered collect and process and the purposes for which we your account as a result of a misdirected payment process personal information, please read our full by such a third party; Privacy Notice (our ‘Privacy Notice’) provided on e) with third parties providing services to us, our website coutts.com/privacynotice such as market analysis and benchmarking, 1.3 We may update our Privacy Notice from time to correspondent banking, and agents and time, by communicating such changes to you and/or subcontractors acting on our behalf, such as the publishing the updated Privacy Notice on our companies which print our account statements; website coutts.com/privacynotice. We would f) with other banks to help trace funds where you encourage you to visit our website regularly to stay are a victim of suspected financial crime and you informed of the purposes for which we process have agreed for us to do so, or where we suspect your information and your rights to control how funds have entered your account as a result of a we process it. financial crime; 1.4 In respect of any personal information relating to g) with debt collection agencies; a third party that you provide to us, you must: h) with credit reference and fraud prevention agencies; a) notify the third party that you are providing i) with third party guarantors or other companies their personal information to us and obtain their that provide you with benefits or services (such as permission; insurance cover) associated with your product or b) provide the third party with a copy of our Privacy service; Notice and these Terms; j) where required for a proposed sale, reorganisation, c) promptly notify the third party of any changes to transfer, financial arrangement, asset disposal or our Privacy Notice that we notify you of; and other transaction relating to our business and/or assets held by our business; d) ensure that, to the best of your knowledge, the personal information is accurate and up to date, k) in anonymised form as part of statistics or other and promptly notify us if you become aware that aggregated data shared with third parties; or it is incorrect. l) where permitted by law, it is necessary for our legitimate interests or those of a third party, 1.5 Your information may be shared with and used by and it is not inconsistent with the purposes other NatWest Group companies. We will only share listed above. your information where it is necessary for us to
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1.7 If you ask us to, we will share information with 1.11.4 Please note if you contact us electronically, any third party that provides you with account we may collect your electronic identifier information or payment services. If you ask a (eg Internet Protocol (IP) address of telephone third party provider to provide you with account number) supplied by your service provider. information or payment services, you are allowing 1.11.5 All communications from us to you (including that third party to access information relating to the documents containing the terms of the your account. We are not responsible for any such contract between you and us) will be in English. third party’s use of your account information, which will be governed by their agreement with you and 2. Security any privacy statement they provide to you. We are committed to ensuring that your information 1.8 In the event that any additional authorised users are is secure with us and with the third parties who act added to your account, we may share information on our behalf. For more information on the steps we about the use of the account by any authorised user are taking to protect your information please visit with all other authorised users. coutts.com/security 1.9 We will not share your information with third 2.1 Whenever you call us, we need to verify your parties for their own marketing purposes without identity to ensure that we are not giving your private your permission. information to, or taking instructions for your account from, anyone who is not authorised to do so. 1.10 We may transfer your information to organisations A series of questions (answers of which are provided in other countries (including to other NatWest by you in advance) will therefore be asked. Please Group companies) on the basis that anyone to ensure you give exact answers to the questions we whom we pass it protects it in the same way we ask. We may also use voice and/or other security would and in accordance with applicable laws. We procedures to verify your identity. will only transfer your information if we are legally obligated to do so, or where the other country has 2.2 Sometimes, when you give us a payment instruction, laws that adequately protect your information, or or tell us about a change of details, or if we suspect where we have imposed contractual obligations or become aware that your accounts may be subject on the recipients that require them to protect your to fraud or security threats, we may call you on information to the same standard as we are legally a number we hold in our records to confirm the required to. instruction. We will only call you on numbers we already hold in our records so please ensure you 1.11 Communications provide your mobile, evening as well as daytime 1.11.1 We may contact you with information relevant numbers to ensure we can reach you. Delays may to the operation and maintenance of your occur where we cannot reach you. account(s) (including statements) or in connection with the Private Client Agreement, 2.3 If we call you, for any reason, you can ask the including updated information about how we person who called you to prove who they are. To process your personal information, by a variety do this, they will ask you to call them back on our of means including: switchboard number, +44 (0) 20 7957 2424 and • post; ask for them by name. You should do this from a different phone line to the one you received the call • phone; on to prevent your call being intercepted. Please note • email (to the email address provided); that after initial registration or enrolment we will • messaging via the Online Service (if used never proactively contact you, or ask anyone to do so by you); on our behalf, with a request to disclose your security • text message (to the mobile number details in full. If you receive any such request from provided); or anyone (even if they are using our name and logo • any other means we agree with you. and appear to be genuine) then it is likely to be If at any point in the future you change your fraudulent and you must not supply your security contact details you should tell us promptly details to them in any circumstances. You should about those changes. report any such requests to us immediately. 1.11.2 If you need to contact us about any matter 2.4 Some third party providers might ask you for your please call +44 (0)20 7957 2424, write to us at online banking log in details and password to provide 440 Strand, London WC2R OQS or contact their services to you. If you decide to give them this your private banker. information, this means that they will be able to see 1.11.3 We may monitor or record calls, emails, and do anything you can on your accounts. text messages, electronic messages or 2.5 You must help us to protect your information and other communications, in accordance with accounts from fraud by undertaking the following applicable laws, to ensure that we provide security measures: a good service and that we follow your instructions correctly, or for any of the purposes specified detailed in clause 1.6.
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a) Do not keep your cheque book and cards together. 3. Regulatory information b) We will provide a PIN (and sometimes a one-time 3.1 We are authorised by the Prudential Regulation passcode) for the use of a card, and you may be Authority and regulated by the Financial Conduct required to set a password. We will never ask you Authority and the Prudential Regulation Authority. to tell us your PIN. If you are in any doubt about We are entered on the Financial Services Register whether a caller is genuine or if you are suspicious and our Firm Reference Number is 122287. about them, take their details and call us. Always make sure the caller has disconnected the call or 3.2 Compensation use a different phone line. We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay c) If you change your PIN, you should choose your compensation to depositors if a bank is unable to new PIN carefully. meet its financial obligations. Most individuals, d) Do not use the same PIN for more than one card. businesses and corporations can claim back up e) Never respond to emails requesting your security to £85,000 of their deposits (or £85,000 for details including PINs and passwords. each eligible account holder of a joint account). f) Always carefully check your bank statements An FSCS Information Sheet, including a list of upon receipt and immediately report any exclusions from the Scheme, will be provided on unrecognised or suspicious transactions. an annual basis. For further information about the g) Tell us immediately if you change your name, compensation provided by the FSCS, refer to the address, telephone number or email address. FSCS website at fscs.org.uk h) Always take reasonable steps to keep your card, 3.3 Complaints PIN, password and other security information safe at all times. 3.3.1 If you are not satisfied with any of our products or services, we have a complaint handling i) Never give your account details or other security procedure which you can use to resolve such information or online login details to anyone matters. You may request a leaflet giving details (except where necessary for any third party of the procedure from any of our offices or by provider you ask to provide you with account contacting us. information or payment services). You must take care to ensure that only persons authorised by you 3.3.2 If you are still not satisfied after following can use or have access to your account. our complaint handling procedures, you may j) Keep your card receipts and other information be able to ask the Financial Ombudsman about your account containing personal details Service (FOS) to review your complaint. The (for example, statements) safe and dispose of Ombudsman will consider complaints made by them carefully preferably by shredding them. private individuals, micro-enterprises, small charities, small trusts and small and medium k) Take care when storing or disposing of sized enterprises with an annual turnover of information about your accounts. People who less than £6.5 million and employs fewer than commit fraud use many methods such as ‘bin 50 persons or it has a balance sheet total of raiding’ to get this type of information. You less than £5 million, at the time it refers to the should take simple steps such as shredding complaint. printed material. l) Be aware that your post is valuable information 3.3.3 You can find out more about the Financial in the wrong hands. If you do not receive a bank Ombudsman Service in a leaflet available statement, card statement or any other expected from any of our offices or by contacting us. financial information, contact us. Alternatively, you can write to the Financial Ombudsman Service, Exchange Tower, London You will find the UK Payments Administration website E14 9SR or telephone 0800 023 4567 or visit cardwatch.org.uk a helpful guide on what to do if you financial-ombudsman.org.uk suspect card fraud. Please go to coutts.com/security which features further details on how you can protect yourself from fraud.
Coutts & Co. Registered in England No. 36695. Registered office 440 Strand, London WC2R 0QS. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Calls may be recorded.
coutts.com COU92306 (02/21)
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